Scrum Master

Job Summary

The jobholder will enable the reliable delivery of Technology Operations initiatives, operational improvements and business software projects. They will establish clear ways of working, maintain a prioritised and transparent backlog, facilitate planning and delivery, remove impediments, and provide stakeholders with an accurate view of progress, risks and dependencies. The role supports multidisciplinary teams delivering infrastructure, cloud, identity, workplace technology, service management, cyber security, resilience, supplier and software implementation outcomes.

Essential Duties and Responsibilities

• Lead initiatives from definition and intake through prioritisation, planning, execution, transition to operations and closure, adapting Agile, Kanban or hybrid practices to suit the work.
• Own the delivery process for the Technology Operations backlog, ensuring each item has a clear outcome, priority, owner, acceptance criteria, dependencies, target dates and current status.
• Facilitate backlog refinement, sprint or replenishment planning, daily coordination, reviews and retrospectives, controlling work in progress and helping teams finish work before starting more.
• Create focused and inclusive ceremonies, and coach teams and stakeholders in pragmatic agile behaviours, accountability and continuous improvement.
• Identify and resolve blockers, escalating decisions, resource constraints and cross-team dependencies promptly.
• Maintain delivery plans, RAID records, decision logs, milestones and concise status reporting, using evidence rather than subjective percentage-complete updates.
• Align sponsors, service owners, technical specialists, business teams, suppliers and control functions on scope, priorities, decisions and trade-offs.
• Ensure changes are operationally ready through appropriate testing, security and risk review, documentation, support ownership, training, communications, change control, handover and early-life support.
• Track supplier commitments, deliverables, dependencies and acceptance, supporting the timely resolution of commercial or delivery issues.
• Use flow and delivery data to identify bottlenecks, improve predictability and embed lessons learned.

Typical Scope

• Cloud, hosting, network, identity and access, endpoint and workplace technology initiatives, including technical-debt reduction.
• Service-management improvements, tooling, monitoring, automation, resilience, capacity and lifecycle work.
• Security, compliance, remediation and operational-risk initiatives.
• Operational backlog items ranging from small improvements to complex cross-functional projects.

Accountabilities and Success Measures

• A single, visible and prioritised backlog reflects agreed business and operational priorities.
• Work enters delivery only when it is sufficiently defined, owned and feasible.
• Teams maintain a sustainable flow of work, with limited ageing and fewer avoidable blockers.
• Forecasts, milestones and status reporting are credible and focused on decisions.
• Risks, dependencies and decisions are surfaced early and actively managed.
• Delivered changes meet agreed acceptance criteria and transition safely into service.
• Stakeholders understand progress, trade-offs and required actions.
• Retrospective actions lead to measurable improvements in delivery practice.

Supervisory Responsibilities

There are no supervisory responsibilities associated with this role.

Qualifications & Experience

• Proven experience as a Scrum Master, Delivery Manager, Agile Delivery Lead or similar role in Technology Operations or enterprise technology.
• Experience managing a mixed portfolio of operational backlog work and time-bound projects.
• Practical application of Scrum, Kanban and hybrid delivery approaches, with the judgement to tailor them rather than apply a framework mechanically.
• Experience delivering infrastructure, cloud, cyber security, service-management or workplace technology change.
• Experience supporting business software implementations without responsibility for software engineering teams.
• Strong knowledge of delivery governance, dependency management, operational readiness, service transition and organisational change.
• Confidence using Azure DevOps, Jira or equivalent tools to structure backlogs, workflows, dashboards and delivery reporting.
• Experience working with third-party suppliers and distributed, cross-functional teams.
• A relevant Scrum Master, Agile, Kanban, project delivery or service-management certification is desirable but not essential where equivalent practical experience is demonstrated.
• ITIL knowledge or certification is advantageous for work transitioning into live operational services.

Competencies

• Excellent facilitation, organisation and stakeholder communication skills.
• Calm, pragmatic and outcome-focused, with the confidence to challenge constructively.
• Strong prioritisation, problem-solving and conflict-resolution skills.
• Able to translate effectively between technical, operational and business audiences.
• Comfortable working with ambiguity while creating enough structure for effective delivery.
• Data-informed, transparent and committed to continuous improvement.
• Strong attention to delivery controls without creating unnecessary bureaucracy.
• Fosters an environment of teamwork, inclusion and co-operation.